SDI® - Service Desk Analyst3 Day Course

The three-day Service Desk & Support Analyst course is focused on equipping support analysts with the skills essential to deliver excellent levels of customer service and support. The course also looks at support methodologies and technologies and the tools utilised within the Service Desk. It... READ MORE

SDI® - Service Desk Analyst

Description

The three-day Service Desk & Support Analyst course is focused on equipping support analysts with the skills essential to deliver excellent levels of customer service and support. The course also looks at support methodologies and technologies and the tools utilised within the Service Desk. It reviews issues such as Service Level Agreements, the benefits and pitfalls and the importance of metrics; the implementation of service management processes and effective problem solving techniques that a Service Desk Analyst can utilise. It is based upon the standards and objectives for SDI’s Service Desk & Support Analyst qualification and ensures that students are provided with the knowledge, information and tools to take the SDI-A exam.

The SDI® Service Desk & Support Analyst course would suit candidates working in the following professions or areas:

Support Analysts

Service Desk Analysts

First-line Analysts

Second-line Analysts

Client Supports

Desktop Support Analysts

Customer Support Officers

Technical Support Analysts

Structure

The course consists of short lectures, exercises, discussions, examination technique, mock examinations and culminates in the invigilated examination.

Topics

The Service Desk is fast becoming critical to the IT organisation. What was once seen as a place to simply capture and deal with faults and issues has quickly become a strategic differentiator for many organisations. Professional and efficient Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and varied, plus they evolve constantly, so a diverse skill-set is required to meet the challenging demands placed on them.

The Service Desk & Support Analyst course recognises an individual’s knowledge of customer service competencies and certifies that they have the skills required to work in the support industry. An individual passing an SDI exam indicates that they understand the role of the service desk professional and the associated best practice for communications, customer service, teamwork, ethics, service desk processes, and terminology usage.

The high-level objectives are:

A thorough grounding in skills, competencies and knowledge required for a professional and effective Service Desk analyst

Essential skills and competencies to deliver an efficient and effective support environment

Practical knowledge of how to use these skills to deal effectively with a variety of situations

A clear understanding of how to identify customer needs and motivations, practical problem solving techniques and how to handle difficult situations

The importance of teamwork in the support environment

An understanding of Service Desk metrics, Service Level Agreements, customer satisfaction surveys, and the latest service desk tools and technologies

Examination

Multiple choice

60 questions per paper

39 marks required to pass (out of 60 available) - 65%

60 minutes duration

Closed book.

Pre-Requisites

Aimed at service desk and support analysts with at least 9 months experience in an IT service and support environment. Training and certification provides essential development and a recognized certification.